City of Torrance, CA
INFORMATION TECHNOLOGY MANAGER - COMMUNICATIONS AND CUSTOMER SERVICE
City of Torrance, CA, Torrance, California, United States, 90504
Salary:
See Position Description
Location :
Torrance, CA
Job Type:
Permanent Full-time
Job Number:
24101530CCS
Department:
Communication & Information Technology
Opening Date:
10/30/2024
Closing Date:
Continuous
DESCRIPTION
WE STRONGLY ENCOURAGE APPLICANTS TO READ THE JOB ANNOUNCEMENT
IN ITS ENTIRETY BEFORE SUBMITTING AN APPLICATION FOR THIS POSITION.
The City of Torrance recognizes the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members. If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to the City of Torrance today.
The
City of Torrance
is recruiting for a Communications and Customer Service IT Manager
to be part of the Communications and Information Technology
Team! If you are passionate about technology and dedicated to enhancing the City's communication and customer service capabilities, we invite you to apply for this exciting opportunity.
The Department
The
Communications and Information Technology Department
(CIT) is responsible for the administration of the City's information and communications systems and infrastructure. Our services include the planning, procurement, delivery, maintenance and training which support the business functions of City departments through technology. The Communication and Information Technology department's responsibilities include: Computer hardware systems, Data and telecomm infrastructure, Data management, Information security, Radio and wireless communications, Software and applications, and Telephone and voice systems.
The Position
The City of Torrance is seeking a dynamic and experienced leader for the position of
Information Technology Manager
This pivotal role oversees the daily operations and staff management within the Communications and Customer Service Division of the CIT Department.
Key Responsibilities: Strategic Leadership:
Plan, develop, implement, and support the City's current and future communication technologies, including computers, telecommunications, wireless/radio, and cabling systems. Project Management:
Lead and manage technology projects, ensuring timely delivery and alignment with City objectives. Utilize project management best practices to oversee project life cycles and team coordination. Microsoft 365 Administration:
Administer Microsoft 365 environments, ensuring optimal performance and user support for applications such as SharePoint, OneDrive, and Outlook. ITIL Service Desk Methodology:
Maintain ITIL best practices for service desk operations, ensuring effective incident management, problem resolution, and service delivery processes. Endpoint Management:
Oversee Microsoft Intune endpoint management to ensure secure and efficient deployment of devices and applications for all City staff. Cloud Communication Systems:
Implement and manage the Microsoft Teams Phone cloud system, facilitating seamless communication and collaboration across City departments. Technical Oversight:
Supervise desktop and enterprise software applications, hardware systems, and network services to maintain high operational standards. Support Services:
Ensure high-quality IT technical support and problem resolution for all City staff, fostering a responsive and service-oriented support culture. Consultative Role:
Act as an internal consultant to various departments, providing expert advice on technology solutions that meet their business and operational needs. Continuous Improvement:
Collaborate with stakeholders to identify opportunities for technology enhancements, driving efficiency and innovation within City services. For more information about the duties of the position,
click here .
SALARY INFORMATION $12,055 - $15,512 - $17,838 per month + Benefits (Min) (Ref. Point) (Max) Appointments are typically made between the minimum and reference point depending on qualifications. QUALIFICATION GUIDELINES
Education and Experience
Any combination of education and experience that provides the knowledge and skills required is qualifying. A typical way to obtain the knowledge and skills would be:
Graduation from a college or university with a Bachelor's degree in computer science or a related field such as information technology or project management and over seven years of customer service support in the government or business environment, including at least three years of supervisory and project management experience; or an equivalent combination of training and experience.
Experience in the following areas is highly desirable: Office 365 productivity suite administration and support; SharePoint administration; desktop and mobile device management systems, such as SCCM, Intune, or similar; software and operating systems deployment techniques, including scripting or programming languages; and cloud-based communication solutions and telephone systems.
License or Certificates
Must possess and maintain an appropriate valid California driver's license.
Certifications in communication systems or technologies and management principles related to customer support are highly desired.
Successful candidates will possess the following: Proven experience managing customer support services: helpdesk, mobility, and communication solutions. Extensive experience in Microsoft 365 administration and collaboration technologies (SharePoint, OneDrive, Teams). Proven experience in IT management, with a strong focus on project management, endpoint management (specifically with Microsoft Intune), and cloud communication systems (such as Microsoft Teams Phone). Excellent leadership and interpersonal skills, with a commitment to fostering a collaborative team environment. Strong problem-solving abilities and a customer-centric approach to service delivery. Familiarity with emerging technologies and trends in IT management.
HOW TO APPLY & EXAM PROCESS
Interested candidates must submit an online application and resume at Application submission will be accepted on a continuous basis until the position is filled. First review of applications will be those received by Thursday, November 14, 2024 at 11:59 p.m.
Note:
If a sufficient number of qualified applications are received by the first review date, there is the possibility that the recruitment may close at that time.
Only those candidates who best meet the City and Department's needs will be invited to participate in the examination process, which will consist of the following component(s):
Panel Interview: Weighted 100%
(Tentatively scheduled on November 25, 2024)
The tentative test date(s) will be based on a sufficient number of qualified applications received by the first review date. If a sufficient number of applications are not received by the first review date, there is the possibility that the test date may change to a later date. SPECIAL NOTES
Visit to find out more information about our community.
The City of Torrance Conflict of Interest Code requires that employees in this classification file an annual Financial Disclosure Statement. Information about this requirement may be obtained from the City Clerk's office.
Applicants with disabilities who require special testing arrangements
must
contact Human Resources prior to the examination date(s). If you have a disability for which you require an accommodation, please contact us at (310) 618-2915 before the test date.
As a condition of employment, candidates must pass a background check.
The provisions of this announcement do not constitute an expressed or implied contract, and any provisions contained in this announcement may be modified or revoked without notice.
City of Torrance Inclusion Statement The City of Torrance is a welcoming and culturally-rich community. As a pillar of public service, we strive to be an employer of choice by attracting and retaining a talented workforce where people of diverse backgrounds, cultures, religions, and lifestyles are valued. Our mission is to create an inclusive environment where our staff are empowered to perform at their highest level and contribute towards making a positive impact.
The City is an equal opportunity employer and works towards building collaborative teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. Come join us to help cultivate a workplace that welcomes and celebrates the diversity of our employees!
BENEFIT SUMMARY FOR EXECUTIVE AND MANAGEMENT EMPLOYEES Note: Not all benefits listed may be applicable to all positions with in the unit. Please refer to the MOU for specifics.
Health, Dental, Vision and Life Insurance
(sec.3.1) The City's contribution for health insurance is up to $1,470.96/month. Employee only Employee +1 Employee +2 or more Full time EE's $597.68 $1,140.36 $1,595.96 Part time $371.40 $639.24 $873.20
The City's monthly contribution for vision insurance is $3.33 The City's monthly contribution for dental insurance is $33.71/EE only and $67.42/EE +1 or more The City provides a Cash In-Lieu payment of $400 per month for eligible full-time employees for as long as the employee opts-out of medical coverage Category A employees:
City shall cover under a $100,000 accidental and $200,000 term life insurance policy Category B employees:
City shall cover under a $100,000 accidental and $100,000 term life insurance policy
Disability Insurance
(sec 3.1) Employee receives 2/3 base pay after elimination period (14 consecutive days for STD and 180 consecutive days for LTD)
Retirement
(Sec. 3.2) PERS 2%@55 Employees hired prior to 09/21/2010, City pays 7% EPMC (9% for Fire Chief and Police Chief). Employees hired on or after 09/21/2010 pay the 7% EPMC (9% for Fire Chief and Police Chief). *Employer Paid Member Contribution (EPMC) PERS 2%@62 (Miscellaneous / PERS 2.7%@57 (Safety) " New" members hired on or after 1/01/2013 pay 50% of normal cost with three year average final compensation.
Deferr
ed Compensation
(sec. 3.3) Required participation into a 457 plan, 401(a) plan, and a Retirement Health Savings Plan 401A Plan : City will match up to maximum of 0.5% of monthly base pay
Sick Leave
(sec.3.4) Accrual rate is 6 (six) hours per month. (Except City Manager)
Admin/Personal/Vacation Leave
(Sec. 3.6) (Sec. 3.8) (Sec. 3.9) Admin Leave:
8 days per fiscal year (Category A employees) Personal Leave:
3 days per fiscal year (Category B employees) (Vacation Accrual rate per month) : Year 1:9.33 hours; Years 2-4: 10 hours; Years 5-9: 12.67 hours; Years 10-20: 16.02 hours; Years 21 - 24: 17.34 hours; Year 25+: 18 hours.
Maximum accrual 500 hours
Holidays
(Sec 3.7) 13 paid holidays (New Year's Day, Martin Luther King Jr.'s Birthday, Lincoln's Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day, Day after Thanksgiving Day, Christmas Eve, Christmas Day, New Year's Eve)
Bereavement Leave
(sec 3.10) Up to five (5) work shifts of bereavement leave; three (3) shifts with pay and two (2) shifts without pay per death of eligible family members
Reimbursable Expenses
(Sec. 3.13) Category A employees: Up to $1,500 per fiscal year Category B employees: Up to $750 per fiscal year
01
The following supplemental questions will be used to evaluate your qualifications for the position for which you are applying. Please read each question carefully and provide a thorough and complete response. Do NOT state "see resume" or "see application" to respond to any of the following questions. Failure to respond to all questions will be considered an incomplete application and may not be considered for further processing. Do you understand the foregoing?
Yes No
02
Do you possess a valid California driver's license?
Yes No
03
What is your highest level of education completed?
High School Diploma or GED Some College Coursework Associate's Degree Bachelor's Degree Master's Degree or above
04
Please specify the degree(s) you possess and the major course of study for each. Please type N/A if not applicable.
05
How many years of experience in customer service support in the government or business environment do you possess?
None Less than 1 year 1-3 years 3-5 years 5-7 years More than 7 years
06
How many years of supervisory and project management experience do you possess?
None Less than 1 year 1-3 years More than 3 years
07
I understand that the submission of a resume is required in order to evaluate my qualifications for this position. I understand that failure to submit a resume may result in my application being rejected as incomplete. I certify that I have submitted my resume as an attachment to this application.
Yes No
Required Question
See Position Description
Location :
Torrance, CA
Job Type:
Permanent Full-time
Job Number:
24101530CCS
Department:
Communication & Information Technology
Opening Date:
10/30/2024
Closing Date:
Continuous
DESCRIPTION
WE STRONGLY ENCOURAGE APPLICANTS TO READ THE JOB ANNOUNCEMENT
IN ITS ENTIRETY BEFORE SUBMITTING AN APPLICATION FOR THIS POSITION.
The City of Torrance recognizes the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members. If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to the City of Torrance today.
The
City of Torrance
is recruiting for a Communications and Customer Service IT Manager
to be part of the Communications and Information Technology
Team! If you are passionate about technology and dedicated to enhancing the City's communication and customer service capabilities, we invite you to apply for this exciting opportunity.
The Department
The
Communications and Information Technology Department
(CIT) is responsible for the administration of the City's information and communications systems and infrastructure. Our services include the planning, procurement, delivery, maintenance and training which support the business functions of City departments through technology. The Communication and Information Technology department's responsibilities include: Computer hardware systems, Data and telecomm infrastructure, Data management, Information security, Radio and wireless communications, Software and applications, and Telephone and voice systems.
The Position
The City of Torrance is seeking a dynamic and experienced leader for the position of
Information Technology Manager
This pivotal role oversees the daily operations and staff management within the Communications and Customer Service Division of the CIT Department.
Key Responsibilities: Strategic Leadership:
Plan, develop, implement, and support the City's current and future communication technologies, including computers, telecommunications, wireless/radio, and cabling systems. Project Management:
Lead and manage technology projects, ensuring timely delivery and alignment with City objectives. Utilize project management best practices to oversee project life cycles and team coordination. Microsoft 365 Administration:
Administer Microsoft 365 environments, ensuring optimal performance and user support for applications such as SharePoint, OneDrive, and Outlook. ITIL Service Desk Methodology:
Maintain ITIL best practices for service desk operations, ensuring effective incident management, problem resolution, and service delivery processes. Endpoint Management:
Oversee Microsoft Intune endpoint management to ensure secure and efficient deployment of devices and applications for all City staff. Cloud Communication Systems:
Implement and manage the Microsoft Teams Phone cloud system, facilitating seamless communication and collaboration across City departments. Technical Oversight:
Supervise desktop and enterprise software applications, hardware systems, and network services to maintain high operational standards. Support Services:
Ensure high-quality IT technical support and problem resolution for all City staff, fostering a responsive and service-oriented support culture. Consultative Role:
Act as an internal consultant to various departments, providing expert advice on technology solutions that meet their business and operational needs. Continuous Improvement:
Collaborate with stakeholders to identify opportunities for technology enhancements, driving efficiency and innovation within City services. For more information about the duties of the position,
click here .
SALARY INFORMATION $12,055 - $15,512 - $17,838 per month + Benefits (Min) (Ref. Point) (Max) Appointments are typically made between the minimum and reference point depending on qualifications. QUALIFICATION GUIDELINES
Education and Experience
Any combination of education and experience that provides the knowledge and skills required is qualifying. A typical way to obtain the knowledge and skills would be:
Graduation from a college or university with a Bachelor's degree in computer science or a related field such as information technology or project management and over seven years of customer service support in the government or business environment, including at least three years of supervisory and project management experience; or an equivalent combination of training and experience.
Experience in the following areas is highly desirable: Office 365 productivity suite administration and support; SharePoint administration; desktop and mobile device management systems, such as SCCM, Intune, or similar; software and operating systems deployment techniques, including scripting or programming languages; and cloud-based communication solutions and telephone systems.
License or Certificates
Must possess and maintain an appropriate valid California driver's license.
Certifications in communication systems or technologies and management principles related to customer support are highly desired.
Successful candidates will possess the following: Proven experience managing customer support services: helpdesk, mobility, and communication solutions. Extensive experience in Microsoft 365 administration and collaboration technologies (SharePoint, OneDrive, Teams). Proven experience in IT management, with a strong focus on project management, endpoint management (specifically with Microsoft Intune), and cloud communication systems (such as Microsoft Teams Phone). Excellent leadership and interpersonal skills, with a commitment to fostering a collaborative team environment. Strong problem-solving abilities and a customer-centric approach to service delivery. Familiarity with emerging technologies and trends in IT management.
HOW TO APPLY & EXAM PROCESS
Interested candidates must submit an online application and resume at Application submission will be accepted on a continuous basis until the position is filled. First review of applications will be those received by Thursday, November 14, 2024 at 11:59 p.m.
Note:
If a sufficient number of qualified applications are received by the first review date, there is the possibility that the recruitment may close at that time.
Only those candidates who best meet the City and Department's needs will be invited to participate in the examination process, which will consist of the following component(s):
Panel Interview: Weighted 100%
(Tentatively scheduled on November 25, 2024)
The tentative test date(s) will be based on a sufficient number of qualified applications received by the first review date. If a sufficient number of applications are not received by the first review date, there is the possibility that the test date may change to a later date. SPECIAL NOTES
Visit to find out more information about our community.
The City of Torrance Conflict of Interest Code requires that employees in this classification file an annual Financial Disclosure Statement. Information about this requirement may be obtained from the City Clerk's office.
Applicants with disabilities who require special testing arrangements
must
contact Human Resources prior to the examination date(s). If you have a disability for which you require an accommodation, please contact us at (310) 618-2915 before the test date.
As a condition of employment, candidates must pass a background check.
The provisions of this announcement do not constitute an expressed or implied contract, and any provisions contained in this announcement may be modified or revoked without notice.
City of Torrance Inclusion Statement The City of Torrance is a welcoming and culturally-rich community. As a pillar of public service, we strive to be an employer of choice by attracting and retaining a talented workforce where people of diverse backgrounds, cultures, religions, and lifestyles are valued. Our mission is to create an inclusive environment where our staff are empowered to perform at their highest level and contribute towards making a positive impact.
The City is an equal opportunity employer and works towards building collaborative teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. Come join us to help cultivate a workplace that welcomes and celebrates the diversity of our employees!
BENEFIT SUMMARY FOR EXECUTIVE AND MANAGEMENT EMPLOYEES Note: Not all benefits listed may be applicable to all positions with in the unit. Please refer to the MOU for specifics.
Health, Dental, Vision and Life Insurance
(sec.3.1) The City's contribution for health insurance is up to $1,470.96/month. Employee only Employee +1 Employee +2 or more Full time EE's $597.68 $1,140.36 $1,595.96 Part time $371.40 $639.24 $873.20
The City's monthly contribution for vision insurance is $3.33 The City's monthly contribution for dental insurance is $33.71/EE only and $67.42/EE +1 or more The City provides a Cash In-Lieu payment of $400 per month for eligible full-time employees for as long as the employee opts-out of medical coverage Category A employees:
City shall cover under a $100,000 accidental and $200,000 term life insurance policy Category B employees:
City shall cover under a $100,000 accidental and $100,000 term life insurance policy
Disability Insurance
(sec 3.1) Employee receives 2/3 base pay after elimination period (14 consecutive days for STD and 180 consecutive days for LTD)
Retirement
(Sec. 3.2) PERS 2%@55 Employees hired prior to 09/21/2010, City pays 7% EPMC (9% for Fire Chief and Police Chief). Employees hired on or after 09/21/2010 pay the 7% EPMC (9% for Fire Chief and Police Chief). *Employer Paid Member Contribution (EPMC) PERS 2%@62 (Miscellaneous / PERS 2.7%@57 (Safety) " New" members hired on or after 1/01/2013 pay 50% of normal cost with three year average final compensation.
Deferr
ed Compensation
(sec. 3.3) Required participation into a 457 plan, 401(a) plan, and a Retirement Health Savings Plan 401A Plan : City will match up to maximum of 0.5% of monthly base pay
Sick Leave
(sec.3.4) Accrual rate is 6 (six) hours per month. (Except City Manager)
Admin/Personal/Vacation Leave
(Sec. 3.6) (Sec. 3.8) (Sec. 3.9) Admin Leave:
8 days per fiscal year (Category A employees) Personal Leave:
3 days per fiscal year (Category B employees) (Vacation Accrual rate per month) : Year 1:9.33 hours; Years 2-4: 10 hours; Years 5-9: 12.67 hours; Years 10-20: 16.02 hours; Years 21 - 24: 17.34 hours; Year 25+: 18 hours.
Maximum accrual 500 hours
Holidays
(Sec 3.7) 13 paid holidays (New Year's Day, Martin Luther King Jr.'s Birthday, Lincoln's Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day, Day after Thanksgiving Day, Christmas Eve, Christmas Day, New Year's Eve)
Bereavement Leave
(sec 3.10) Up to five (5) work shifts of bereavement leave; three (3) shifts with pay and two (2) shifts without pay per death of eligible family members
Reimbursable Expenses
(Sec. 3.13) Category A employees: Up to $1,500 per fiscal year Category B employees: Up to $750 per fiscal year
01
The following supplemental questions will be used to evaluate your qualifications for the position for which you are applying. Please read each question carefully and provide a thorough and complete response. Do NOT state "see resume" or "see application" to respond to any of the following questions. Failure to respond to all questions will be considered an incomplete application and may not be considered for further processing. Do you understand the foregoing?
Yes No
02
Do you possess a valid California driver's license?
Yes No
03
What is your highest level of education completed?
High School Diploma or GED Some College Coursework Associate's Degree Bachelor's Degree Master's Degree or above
04
Please specify the degree(s) you possess and the major course of study for each. Please type N/A if not applicable.
05
How many years of experience in customer service support in the government or business environment do you possess?
None Less than 1 year 1-3 years 3-5 years 5-7 years More than 7 years
06
How many years of supervisory and project management experience do you possess?
None Less than 1 year 1-3 years More than 3 years
07
I understand that the submission of a resume is required in order to evaluate my qualifications for this position. I understand that failure to submit a resume may result in my application being rejected as incomplete. I certify that I have submitted my resume as an attachment to this application.
Yes No
Required Question